← Freshdesk + WhatsApp Business integrations

Send Text Using Template with WhatsApp Business API on New Ticket from Freshdesk API

Pipedream makes it easy to connect APIs for WhatsApp Business, Freshdesk and 2,400+ other apps remarkably fast.

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New Ticket from the Freshdesk API
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Send Text Using Template with the WhatsApp Business API
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Getting Started

This integration creates a workflow with a Freshdesk trigger and WhatsApp Business action. When you configure and deploy the workflow, it will run on Pipedream's servers 24x7 for free.

  1. Select this integration
  2. Configure the New Ticket trigger
    1. Connect your Freshdesk account
    2. Configure Polling interval
  3. Configure the Send Text Using Template action
    1. Connect your WhatsApp Business account
    2. Select a Phone Number ID
    3. Configure Recipient Phone Number
    4. Select a Message Template
  4. Deploy the workflow
  5. Send a test event to validate your setup
  6. Turn on the trigger

Details

This integration uses pre-built, source-available components from Pipedream's GitHub repo. These components are developed by Pipedream and the community, and verified and maintained by Pipedream.

To contribute an update to an existing component or create a new component, create a PR on GitHub. If you're new to Pipedream component development, you can start with quickstarts for trigger span and action development, and then review the component API reference.

Trigger

Description:Emit new notifications when a new ticket is created
Version:0.0.2
Key:freshdesk-new-ticket

Freshdesk Overview

The Freshdesk API empowers you to interact programmatically with your customer support platform, creating possibilities for automating repetitive tasks, integrating with other services, and enhancing customer experiences. With Pipedream, you can effortlessly connect Freshdesk to a multitude of apps, tapping into triggers and actions that streamline workflows. For instance, you can automate ticket creation, sync customer issues with a CRM, or trigger notifications based on ticket updates, all within a serverless environment.

Trigger Code

import freshdesk from "../../freshdesk.app.mjs";
import moment from "moment";
import { DEFAULT_POLLING_SOURCE_TIMER_INTERVAL } from "@pipedream/platform";

export default {
  key: "freshdesk-new-ticket",
  name: "New Ticket",
  description: "Emit new notifications when a new ticket is created",
  version: "0.0.2",
  type: "source",
  props: {
    freshdesk,
    timer: {
      label: "Polling interval",
      description: "Pipedream will poll Harvest API on this schedule",
      type: "$.interface.timer",
      default: {
        intervalSeconds: DEFAULT_POLLING_SOURCE_TIMER_INTERVAL,
      },
    },
    db: "$.service.db",
  },
  dedupe: "unique",
  async run() {
    const data = [];
    let lastDateChecked = this.freshdesk.getLastDateChecked(this.db);
    if (!lastDateChecked) {
      lastDateChecked = new Date().toISOString();
      this.freshdesk.setLastDateChecked(this.db, lastDateChecked);
    }
    const formatedDate = lastDateChecked.substr(0, (lastDateChecked + "T").indexOf("T"));
    const tickets = await this.freshdesk.filterTickets({
      query: `"created_at:>'${formatedDate}'"`,
      page: 1,
    });
    for await (const ticket of tickets) {
      data.push(ticket);
    }
    data && data.reverse().forEach((ticket) => {
      this.freshdesk.setLastDateChecked(this.db, ticket.created_at);
      if (moment(ticket.created_at).isAfter(lastDateChecked)) {
        this.$emit(ticket,
          {
            id: ticket.id,
            summary: `Ticket number: ${ticket.id}`,
            ts: Date.parse(ticket.created_at),
          });
      }
    });
  },
};

Trigger Configuration

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI and CLI.
LabelPropTypeDescription
FreshdeskfreshdeskappThis component uses the Freshdesk app.
Polling intervaltimer$.interface.timer

Pipedream will poll Harvest API on this schedule

N/Adb$.service.dbThis component uses $.service.db to maintain state between executions.

Trigger Authentication

Freshdesk uses API keys for authentication. When you connect your Freshdesk account, Pipedream securely stores the keys so you can easily authenticate to Freshdesk APIs in both code and no-code steps.

Your API key is in your Profile > Settings page, below the change password section on the right.
Your domain is 12345678 if your Freshdesk URL is https://12345678.freshdesk.com/

About Freshdesk

Customer support software

Action

Description:Send a text message using a pre-defined template. Variables can be sent only as text. [See the docs.](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/messages#message-templates)
Version:0.0.5
Key:whatsapp_business-send-text-using-template

WhatsApp Business Overview

The WhatsApp Business API on Pipedream is a powerful avenue for automating interactions with customers on WhatsApp. You can send messages, set up automated responses, and manage conversations on a large scale. With Pipedream's serverless platform, you can create workflows that trigger from various events and connect WhatsApp Business with numerous other apps to automate tasks, notify teams, sync data, and more, all without managing infrastructure.

Action Code

import whatsapp from "../../whatsapp_business.app.mjs";

const docLink = "https://developers.facebook.com/docs/whatsapp/cloud-api/reference/messages#message-templates";
const regex = /{{\d+}}/g;

export default {
  key: "whatsapp_business-send-text-using-template",
  name: "Send Text Using Template",
  description: `Send a text message using a pre-defined template. Variables can be sent only as text. [See the docs.](${docLink})`,
  version: "0.0.5",
  type: "action",
  props: {
    whatsapp,
    phoneNumberId: {
      propDefinition: [
        whatsapp,
        "phoneNumberId",
      ],
    },
    recipientPhoneNumber: {
      propDefinition: [
        whatsapp,
        "recipientPhoneNumber",
      ],
    },
    messageTemplate: {
      propDefinition: [
        whatsapp,
        "messageTemplate",
      ],
      withLabel: true,
      reloadProps: true,
    },
  },
  async additionalProps() {
    const props = {};
    const template = await this.whatsapp.getMessageTemplate({
      templateId: this.messageTemplate.value,
    });

    for (const component of template.components) {
      if (component.type === "HEADER" && component.format === "TEXT" && component.text.match(regex)) {
        // only 1 header variable is possible
        props["header_{{1}}"] = {
          type: "string",
          label: "Header {{1}}",
          description: `Template header text: **${component.text}**`,
        };
        continue;
      }

      if (component.type === "BUTTONS") {
        for (const button of component.buttons) {
          if (button.type === "URL" && button.url.match(regex)) {
            // only 1 dynamic url button possible
            props["button_{{1}}"] = {
              type: "string",
              label: button.text,
              description: `Dynamic URL: **${button.url}** Enter the dynamic text only.`,
            };
            continue;
          }
        }
      }

      const matches = component.text?.match(regex);
      for (const match of matches ?? []) {
        props[match] = {
          type: "string",
          label: match,
          description: `Template text: **${component.text}**`,
        };
      }
    }

    return props;
  },
  async run({ $ }) {
    const components = [];
    const [
      templateName,
      language,
    ] = this.messageTemplate.label.split(" - ");

    const headerParameters = Object.keys(this)
      .filter((key) => key === "header_{{1}}")
      .map((key) => ({
        type: "text",
        text: this[key],
      }));

    if (headerParameters.length) {
      components.push({
        type: "header",
        parameters: headerParameters,
      });
    }

    const buttonParameters = Object.keys(this)
      .filter((key) => key.includes("button_"))
      .map((key) => ({
        type: "text",
        text: this[key],
      }));

    if (buttonParameters.length) {
      components.push({
        type: "button",
        sub_type: "url",
        index: 0,
        parameters: buttonParameters,
      });
    }

    const bodyParameters = Object.keys(this)
      .filter((key) => key.match(regex) && key !== "header_{{1}}" && key !== "button_{{1}}")
      .map((key) => ({
        type: "text",
        text: this[key],
      }));

    components.push({
      type: "body",
      parameters: bodyParameters,
    });

    const response = await this.whatsapp.sendMessageUsingTemplate({
      $,
      phoneNumberId: this.phoneNumberId,
      to: this.recipientPhoneNumber,
      name: templateName,
      language,
      components,
    });
    $.export("$summary", `Message sent using ${templateName} template`);
    return response;
  },
};

Action Configuration

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI.

LabelPropTypeDescription
WhatsApp BusinesswhatsappappThis component uses the WhatsApp Business app.
Phone Number IDphoneNumberIdstringSelect a value from the drop down menu.
Recipient Phone NumberrecipientPhoneNumberstring

Enter the recipient's phone number. For example, 15101234567.

Message TemplatemessageTemplatestringSelect a value from the drop down menu.

Action Authentication

WhatsApp Business uses API keys for authentication. When you connect your WhatsApp Business account, Pipedream securely stores the keys so you can easily authenticate to WhatsApp Business APIs in both code and no-code steps.

To connect your WhatsApp Business Cloud account to Pipedream, follow the steps below to find your Business Account ID and your Permanent Access Token.

For additional info on setting up a WhatsApp Business account, refer to their getting started docs.

About WhatsApp Business

WhatsApp Business products support businesses from large to small. Engage audiences, accelerate sales and drive better customer support outcomes on the platform with more than 2 billion users around the world.

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